Troubleshooting

I can't sign in.

Double-check your email (case-insensitive) and password. If you've forgotten your password, use Forgot password? on the sign-in page (see Signing in and account access). If your account was deactivated, ask your shop owner to reactivate you.

I don't see the Users / Shop settings / Integrations / Subscription links.

Those areas are owner-only. Ask the owner to do what you need (see Roles and what each can do).

The page says I don't have permission.

Owner-only areas are invisible and unreachable to staff. If you try to navigate directly, you'll be returned to the dashboard with a notification.

I uploaded an avatar but it didn't save.

Photos must be PNG, JPG, or GIF, and no bigger than 5 MB. The app pops a toast if either is wrong. Try again with a smaller or correctly-typed image.

My invoice says "sync failed" or won't sync to QuickBooks.

Open Integrations (see QuickBooks integration). Check that you're still connected, then look at Recent sync activity for the error message from QuickBooks. A common cause is a company with no Service-type item. Add one in QuickBooks under Lists → Products & Services.

A customer says the public link I sent doesn't work.

If you rotated the link after sending it (see Sharing documents), the old copy is invalid. Open the document, copy the current link, and re-send it. Public links also expire 90 days after they were last generated.

I invited a teammate but they say they never got the email.

Have them check spam first. If it's still missing, double-check the email address you typed, then revoke the old invitation from /users (see Team management) and send a fresh one.

The "Generate payment link" button is disabled.

Any of the following will disable it:

• No payment provider is connected (see Payment providers and Stripe).
• The invoice already has an active link (visible above the payments list).
• Your shop is on the Free plan — online card payments are a Pro feature. Upgrade from Settings → Subscription (see Subscription, plans, and limits).

A Stripe payment doesn't appear after the customer pays.

Confirmation usually arrives within seconds. Check your Stripe dashboard for the charge. If it succeeded there but not in FloorSimple, contact support and we'll resync it.

The Stripe Connect button shows "Stripe connection failed."

The hosted onboarding link expired or your session ended mid-flow. Click Connect Stripe (or Continue Stripe setup) again from a fresh tab.

The Stripe card shows "Restricted" after onboarding.

You returned without finishing the Stripe form. Click Continue Stripe setup to resume. Stripe holds your progress.

A customer says they're not getting our emails.

Check the activity log on the Notifications page. A bounced status means a delivery problem; the recipient's email preference is auto-flagged, and you'll need to confirm the address with the customer. A blocked status shows the reason (no consent, record opt-out, and so on).